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A new partnership between global IT giant HCL Technologies and Talisma has resulted in the launch of a new hosted customer relationship management (CRM) service that can be used on a case-by-case basis, or based on specific business process management needs.

Between them, they aim to provide complete business process services and customer relationship management on a SaaS basis across a whole range of vertical industries, particularly the Telecom, Retail, Insurance, Banking and Financial Services industries.

BPM As SaaS

Apart from the fact that for many companies this will provide a relatively economical way of acquiring business process management and CRM -- although pricing hasn’t been announced -- the fact that HCL is firmly embedded in Europe and the US, and comes from Asia, should give both access to worldwide markets for the new product.

From an application standpoint, the partnership will provide client-specified modulated solutions depending on the process that needs to be addressed, and which can work with most legacy enterprise content management systems.

Talisma And CRM

The CRM element of the new product comes from the Talisma part for the equation. Created over ten years ago in India, it provides CRM across finance, banking, education, technology and telecommunications sectors.

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Talisma CRM
 

In November, 2008, Talisma was acquired by Campus Management Corporation, the Florida-based provider of management solutions for the higher-education sector, which was looking to incorporate CRM into its One Campus Ecosystem platform.

Like all CRM systems, it gives a unified view of customers using multi-channel support managed through process targeted dashboards and strategic analytics either as onsite software, or as SaaS.

This . . . [partnership will provide] modulated services like campaign and services management which are now available through all channels interrelated with existing applications and software, and without significant investment,” Neeraj Tandon, Head of Rtail at HCL Technologies - BPO Services said.

HCL-BPO Services does exactly what it says they do, focusing on the business process outsourcing market world wide, which has estimated annual revenues of US $20 billion and growing. So much so, that only last week, IBM announced a massive expansion of its BPO services in India that will see 5000 new jobs created this year alone.